Service Levels and Monthly Uptime
All capitalised terms used herein shall have the meaning assigned to them in the Expana Terms and Conditions of Service unless otherwise expressly defined.
Definitions
Monthly Uptime is the total time in a calendar month during which the Services are available, calculated by subtracting from 100% the percentage of minutes the Services were unavailable, excluding (i) scheduled maintenance carried out within a 48-hour window (typically on the last weekend of each month) and (ii) downtime caused by matters outside the Supplier’s reasonable control.
Service Levels
Expana will provide the relevant Customer with a service credit in the event the Services does not meet the Monthly Uptime target (as identified in the table below). In the event the Monthly Uptime is:
- less than 95% in three consecutive months; or
- less than 90% in any month,
The Customer shall have the option to reject any applicable Service Levels and instead terminate the relevant Order Form and receive a pro rata refund of any prepaid fees for the remainder of the current Services Term after the date of such termination.
| Monthly Uptime | Service Levels |
| Less than 95% but greater than 90% | The Supplier will provide the Services for an additional seven days without charge. |
| Less than 90% | The Supplier will provide the Services for an additional thirty days without charge. |
The terms herein set out the Customer’s sole and exclusive right and remedy concerning the Monthly Uptime target.